Welcome

1. Welcome to theCRM Training • This training consist of 4 parts • 1st part – Introduction & key functions of CRM (~10 mins) • 2nd part – Using the CRM (~90 mins) • 3rd part – Maintaining the CRM (~5 mins) • 4th part – Short quiz

2. Welcome to theCRM Training Guide This guide is designed to: Familiarize with CRM functions and terminology Remove barriers to CRM usage Provide a better appreciation of CRM benefits

3. CRM Training Guide Contents This guide will be organized in 3 key chapters. • Chapter 1: CRM and You • Key functions of CRM and how it helps different roles(click to go) • Overview of CRM Workflow (click to go) • Key terminologies explained (click to go) • Chapter 2: Using the CRM • List of tasks/functions based on role (click to go) • Key Benefits of CRM (click to go) • Chapter 3: Maintaining the CRM • Key tasks for CRM maintenance e.g. marketing lists cleanup (click to go) • Recommended practices (click to go)

4. Chapter 1: CRM and You Click to continue Your Role, Your Tool Key functions of CRM for different roles & how it will help different job roles to work effectively • Dept Heads • Role: • Assign leads and opportunities • Track lead and opportunities progress • Drive and manage sales through CRM • Marketing • Role: • Generate leads through campaigns • Facilitate lead capturing • Gather leads & record in CRM • Sales Team • Role: • Qualify leads • Manage contacts , leads status & opportunities • Convert leads to opportunities/contacts

5. Chapter 1: CRM and You Click to continue CRM Overview flowchart WSS Dept Head Exhibitions CRM Marketing CRM WES Dept Head Seminars TMS Dept Head Corporate Events Sales Lead Assignment Lead Generation Import Lead into CRM Lead Assignment Lead Qualification Track Opportunities Close Opportunities

6. Chapter 1: CRM and You Click to continue Key Terminologies Explained Account Contact Lead Opportunity A company doing business with us. Each account must have at least one contact A person interested in doing business or currently our customer. Each contact must linked to one account A potential revenue generating event that must be tracked and converted to “Won” or “Lost” opportunity A potential sales event which must be qualified or disqualified as sales opportunity and pursued aggressively

7. Chapter 1: CRM and You Click to continue Key Terminologies Explained Marketing List (to be covered in Advanced Training) Campaign (to be covered in Advanced Training) A marketing program using different channels to accomplish a specific result e.g. direct mail for promos A list of accounts, contacts or leads targeted for a campaign e.g. eNews mailing list

8. - End of Chapter 1 - Click to go back to main menu

9. Chapter 2: Using the CRM Click to continue Back to main menu Chapter 2: Using the CRM CRM Workspace (click to go) Account Management (click to go) Contact Creation (click to go) Lead Management (click to go) Opportunity Management (click to go) The Sales Process (click to go) The Sales Pipeline (click to go)

10. Chapter 2: Using the CRM Click to continue Back to main menu CRM Workspace View different records here Frequently used toolbars Shows all the opportunities that are created by you Shows all the opportunities available Quick links to different functions

11. Chapter 2: Using the CRM Click to continue Back to main menu Account Management Account Creation Flow (click to go) Associating Contact to Account (click to go)

12. Chapter 2: Using the CRM Click to continue Account Creation Flow Sales to complete “CRM Account Creation Form” & submit to Admin Once the account is created, the admin will notify Sales Sales to associate contacts to the relevant account Account You’ve Got Contact A Contact B

13. Chapter 2: Using the CRM Click to continue Associating Contact to Account Open the contact you want to associate with an account Click to open a list of accounts to associate

14. Chapter 2: Using the CRM Click to continue Associating Contact to Account This contact is associated with this account Click “Save and Close” Select the relevant account and click “Ok” Ensure that this contact is associated with the right account to prevent duplicates

15. Chapter 2: Using the CRM Click to continue Contact Creation Click “Contacts” After log in to CRM … Go to “Sales” tab

16. Chapter 2: Using the CRM Click to continue Click “Save” Contact Creation Fill in the necessary details Go to “Details” tab Fill in all the details Click “New” A form will appear A new contact is created Follow the right name format e.g. John Lim (first name John, last name Lim) Fill in Manager name, if available, to create Organization Chart Minimum input details: Name, Company Name, Email and/or Phone

17. Chapter 2: Using the CRM Click to continue Associating Contact to Account • After account is created in the CRM, Sales must login to CRM to associate created contacts to relevant accounts • You can have more than one contact associated with an account

18. Chapter 2: Using the CRM Click to continue Contact Creation in Accounts Click here to change view Select “Active Accounts” Open the account which you want to add contact to

19. Chapter 2: Using the CRM Click to continue Contact Creation in Accounts Click on Contacts Click New Contact

20. Chapter 2: Using the CRM Click to continue Contact Creation in Accounts Fill in the contact details Note that some of the fields are auto completed Minimum input details: Name, Company Name, Email and/or Phone

21. Chapter 2: Using the CRM Click to continue Contact Creation in Accounts Click Save and Close to complete Click on Details Select the role Select who is the Manager if there is

22. Chapter 2: Using the CRM Click to continue Back to main menu Lead Management Create a lead (click to go) Qualify a lead (click to go) Disqualify or close a lead (click to go) Reactivate a disqualified or closed lead (click to go)

23. Chapter 2: Using the CRM Click to continue • Create a lead • A potential sales event which must be qualified or disqualified as • sales opportunity and pursued aggressively

24. Chapter 2: Using the CRM Click to continue Create a Lead Click on “New” to create new lead After log in to CRM … At the main page, click on the “Sales” tab

25. Chapter 2: Using the CRM Click to continue Click save to capture the details entered Create a Lead Click on “Details” tab to enter more info Fill in the necessary info about the lead Fill in the necessary details A form for creating new lead will appear A new lead is created. Remember to enter the lead source Choose the most suitable rating Lead source help us to determine which event/activity the lead comes from

26. Chapter 2: Using the CRM Click to continue 2. Qualify a lead Your primary goal is to turn leads into customers, or at least opportunities

27. Chapter 2: Using the CRM Click to continue Conditions for qualifying a lead Customer requires a product that we can offer Customer requires the product within a reasonable timeframe Customer has the budget for the product

28. Chapter 2: Using the CRM Click to continue Click on “Convert Lead…” Qualify a lead Open the lead to qualify At the “Sales” Tab Select this if you are doing business with specific individual at a company Associate with an account or contact from the list if only this option is selected Select this option to open it in new window to add more details Click “Ok” after selection Select the most appropriate option to ensure record accuracy

29. Chapter 2: Using the CRM Click to continue Lead Conversion to Opportunity Fill in the appropriate Topic Choose “User Provided” to fill in the fields boxed in red A form for adding details for the qualified opportunity will appear

30. Chapter 2: Using the CRM Click to continue Lead Conversion to Opportunity Click “Save and close” to complete Click on “Notes” to add more relevant information e.g. competitors Personal judgment of success Invoice issued to customer Amount quoted to customer Expected PO receive date

31. Chapter 2: Using the CRM Click to continue • 3. Disqualify or close a lead • Disqualifying a lead will retain an audit trail for your sales • process and also any attachments or notes

32. Chapter 2: Using the CRM Click to continue Disqualify or close a lead Click on “Convert lead..” Open the lead to disqualify or close Click on “Disqualify” Choose from list to select appropriate status Click Ok to complete Choosing the most appropriate status will help us to determine how we lost the lead

33. Chapter 2: Using the CRM Click to continue 4. Reactivate a disqualified or closed lead

34. Chapter 2: Using the CRM Click to continue Reactivate a disqualified or closed lead Click on “Closed Leads” Open the lead to reactivate

35. Chapter 2: Using the CRM Click to continue Click on “Actions” Reactivate a disqualified or closed lead Click on “Reactivate Lead” Click Ok to reactivate lead

36. Chapter 2: Using the CRM Click to continue Opportunity Management Create an opportunity (click to go) Close an opportunity (click to go) Reopen an opportunity (click to go)

37. Chapter 2: Using the CRM Click to continue • Create an opportunity • A potential revenue generating event that must be tracked and converted • to “Won” or “Lost” opportunity

38. Chapter 2: Using the CRM Click to continue Create an opportunity Click “Opportunities” Click “New” to create new opportunity Fill in the appropriate Topic e.g. ABC Pte Ltd looking for 2 units of FTB 100 At the “Sales” tab Select Contact/Account from list The Topic must indicate clearly the product/solution & the contact

39. Chapter 2: Using the CRM Click to continue Create an opportunity Save and close to create opportunity Click “Notes” to add in relevant information Select “User Provided” to fill in more details Invoice issued to customer Amount quoted to customer Personal judgment of success Expected PO receive date Fill in the data for Est. Revenue, Est. Order Date & Confidence Level in order to generate sales pipeline

40. Chapter 2: Using the CRM Click to continue 2. Close an opportunity

41. Chapter 2: Using the CRM Click to continue Close an opportunity Click on “Actions” Check either Won or Lost Open the opportunity to be closed If won, enter the actual revenue & close date Click on “Close Opportunity…” Click “Ok” to complete closing an opportunity

42. Chapter 2: Using the CRM Click to continue 3. Reopen an opportunity

43. Chapter 2: Using the CRM Click to continue Reopen an opportunity Click on “Actions” Click here to view “Closed Opportunities” Click on “Reopen Opportunity” Double click on the opportunity to be reopened Click on “Ok” to confirm reopen opportunity

44. Chapter 2: Using the CRM Click to continue The Sales Process

45. Chapter 2: Using the CRM Win/Lost Opportunity Post Award Negotiation Value Proposition Decision Stage Perception Analysis Prospecting Click to continue The Sales Process • Broken down into 6 distinct stages • Your stage must describe accurately the current status of your sales

46. Chapter 2: Using the CRM Click to continue The Sales Process Finding out who to sell to & what to sell Prepare proposals, calculate margins & product demo Convince customer, confirm budget & time line Revise pre-cal, confirm T & C & expected order Order is received Invoice issued

47. Chapter 1: CRM and You Click to continue Changing Sales Stages Click on “Actions” Open the opportunity you wish to change stages Click to drop down list Change Stage… Select the relevant stage to complete the change

48. Chapter 2: Using the CRM Click to continue The Sales Pipeline

49. Chapter 2: Using the CRM Click to continue The Sales Pipeline Make sure the sales stage reflects your current sales process Based on the sales process, you can generate the Sales Pipeline Report You can anticipate potential sales from Pipeline Report which displays an overview of potential sales grouped by stages

50. Chapter 1: CRM and You Click to continue Generating the Sales Pipeline At the Sales Tab under “Opportunities” Click on “Sales Pipeline” Click on “Reports” Run Report